AccountId: 011433970860
ContactId: a1d66be5-e7d6-41f3-81cc-fca02a21ff8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384559 ms
Total Talk Time (AGENT): 46480 ms
Total Talk Time (CUSTOMER): 117269 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/a1d66be5-e7d6-41f3-81cc-fca02a21ff8b_20250410T18:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], um, I was just calling to see if I can, um, see if the patient's dental insurance or discount is active.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] And if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, when the policy, I mean, uh, policy, mm.
[CUSTOMER][NEUTRAL] The policy number is 02573854.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth would be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a fax back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And it's just, it's just um like a whole um actual policy or the discount plan?
[AGENT][NEUTRAL] No, this is a policy and what's that fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Alright, you should receive that fax within the next 10 minutes and if you don't see a code listed on the fax back, that means it's not covered.
[CUSTOMER][NEUTRAL] OK, um, and then also is there a way that we could possibly also get that emailed?
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Because she has her appointment now and she's just telling us about her new insurance.
[CUSTOMER][NEUTRAL] How are you? Good, Mr. [PII].
[CUSTOMER][NEUTRAL] It's gonna be $148 today.
[CUSTOMER][NEUTRAL] I called while you are now down.
[CUSTOMER][NEUTRAL] Who did you talk to about that? Yeah, OK, is he with you? OK.
[CUSTOMER][POSITIVE] I'll make a note on here that we'll call and talk to OK, you're good.
[AGENT][NEUTRAL] What's that um email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I've sent that email.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[CUSTOMER][NEUTRAL] Um, I think other.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Oops, there we go.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Or is there a way I don't know why. OK, I think I got it.
[CUSTOMER][POSITIVE] OK, I got it thank you so much.
[AGENT][POSITIVE] Thank you for calling ATM. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. OK.